/ Front Counter / Call Centre
Position Number:
Directorate: OCEO
Service:
Communications & Customer
Experience
Location: Katoomba and / or Springwood
Position
Classification:
Band 5
Date
Created/Updated
POSITION PURPOSE/OBJECTIVE
To provide information and assistance on a wide range of Service NSW & Council
functions in a professional, courteous and efficient manner.
RELATIONSHIPS
Reports to (Position Title): Coordinator – Customer Experience Service
Report to (Position Number):
Staff Responsibility: Nil
Key Internal Relationships: Liaison with staff at all levels of the organisation
Key External Relationships: Residents; tourists and business sector; external
agencies such as the Service NSW; community
groups and other representatives
KEY RESPONSIBILITIES
The position can be required to work at Katoomba and /or Springwood offices. Depending
on need, positions shift quickly between front and back of house services. Services
include but not limited to:
* provision of first point of customer contact services (telephone and in-person);
* provision of Service NSW services including agency functions
Service NSW Transactions, such as but not limited to:
* Must have specialist knowledge and training in Service NSW activities.
* Provide Service NSW services to a wide range of customers performing a range of
transactions within relevant operational policies & procedures.
* Calculate fees and charges for services; collect and balance monies, calculate floats
and issue receipts for services to Service NSW customers
* Keep informed and take immediate action to update processes in Service NSW
legislation and/or procedures.
* Collate and send Service NSW information collected to ensure accurate records.
* Lead/coach new agency staff in training to attain required level of competency.
Front-Counters activities, such as but not limited to:
* Provide the front-line response to customer enquiries and where applicable service
those needs via direct action (e.g. advice, information, payments, etc) or establish a
workflow for action initiation (e.g. electronic Customer Service Requests).
* Provide information and advice to all customers on Council policies, draft policies,
codes, exhibition items, business items, community services and work programs as
requested, referring to other Council officers for clarification and further information
when required.
* Provide advice, information and explanation with regard to a broad range of plans and
documents to assist customers in completing applications to Council standards.
* Calculate fees and charges for Service NSW and Council; collect, receipt and balance
monies, calculate floats and perform end of day duties.
* Maintain Council's commitment to protecting personal information and ensure
information is handled in line with Council's Privacy Management plan.
Call Centre activities, such as but not limited to:
* Provide advice, information and explanation with regard to a broad range of Council
Services.
* Assist all customers in the compilation of Council applications or the sending out of
such forms and applications as requested.
* Register Customer Service Requests for customer issues, establishing a workflow for
actioning
* Provide information on the range of Council services and determine the best way to
manage the customer contact in relation to a suitable and appropriate outcome for the
contact.
* Maintain Council's commitment to protecting personal information and ensure
information is handled in line with Council's Privacy Management plan.
* Team achieving a "First Call does it all" performance of min 80%.
* Initiate action or workflows on incoming correspondence.
Hours of Operation are generally 8.30am – 5.00pm, but this may be reviewed in line with
broader organisational outcomes.
Guiding Principles (mandatory section do not delete)
* We act as one organisation responding to the changing needs of our LGA and
community
* We are strategy led, driven by our Community Strategic Plan with clear priorities and
focus
* We are service focused & we continuously improve service provision and provide
excellent customer service
* We collaborate and work together to achieve our outcomes
* We ensure safety and well-being is at the centre of our organisation, operations and
culture
* We are a financially sustainable organisation, living within our means, ensuring best
value resource allocation
These Guidelines complement the Council's adopted Values of: Work Together; Work
Safe Home safe; Service Excellence; Value for Money; Trust and Respect; and,
Supporting Community.
Workplace Health & Safety (mandatory section do not delete)
Ensure compliance with WHS obligations and responsibilities as outlined in Councils
policies and procedures and under the relevant WHS legislation. These include but are
not limited to: identifying potentially unsafe situations or work practices and notifying your
Supervisor or Manager (or the Health, Safety Manager/Area Safety Representative);
never performing a task that you believe is dangerous or for which you do not have the
experience, or have not received appropriate instructions and training or where the correct
equipment to carry out the task safely is not available; always work in a safe manner and
in accordance with safety instructions, where applicable; use the work equipment supplied
for the job, in accordance with the manufacturer's instructions), and any personal
protective equipment, which the Council deems necessary and has provided; be safety
aware and report any actions to your line manager which will assist the Council to meet
its legal workplace health and safety obligations.
You have the right to cease or direct cessation of unsafe work. In addition, you are required
at all times to comply with Councils Asbestos Management Plan and Policy.
COMMUNICATION
The position communicates with customers such as ratepayers, community members,
builders, Council service users and developers to provide information on the full range of
Council and Service NSW services, policies and plans.
The position requires excellent interpersonal skills to ensure that information and advice
provided is clearly and easily understood by all customers. The position must be able to
interpret and articulate processes to guide and coach new agency staff on Service NSW
procedures. The position must relate to people from diverse backgrounds and require
good interpersonal skills to exchange information, negotiate task allocation and work
effectively and safely with others.
JUDGEMENT & PROBLEM SOLVING
The position makes decisions and solves problems on a wide range of inter-related/inter-
dependent issues involving varied levels of complexity, ambiguity and risk. Precedent is
generally available from sources within the Council, and assistance is usually available
from other professional/specialist staff in the work area. The position ultimately however
gives advice/makes decisions for which the Council is held accountable.
AUTHORITY
The position establishes the credibility of the organisation with internal and external
stakeholders and models the customer service culture of the organisation. It is required
to advise customers on all facets of Council's and Service NSW services, charges, policies
and plans. In this, it requires the completion of tasks which require the use of advanced
procedures and specialized skills and systems. Where an inquiry is out of the positions
scope of knowledge, the inquiry will be referred to an appropriate staff member or other
authority.
SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES
ESSENTIAL
* Approved Individual User Identification Number issued by Service NSW to access
DRIVES database.
* Certificate level qualifications with relevant work experience, or an equivalent
combination of relevant experience and / or education and training.
* Demonstrated high level skills and knowledge in customer service. Ability to
integrate information from diverse sources, often involving large amounts of
information including understanding of relevant legislation, statutes and codes and
the application of that knowledge in the context of the local environment.
* Demonstrated excellent communication and interpersonal skills to provide simple
and complex information, resolve conflict and relate well to a diverse range of
customers.
* Demonstrated experience to use computer systems to retrieve, locate and distribute
information and maintain systems.
* Ability to interpret and explain plans, forms, applications and other documents
requested and used by internal and external customers.
* Ability to carry out cashiering activities including operating cash systems, cash
balancing & receipting
* Ability to work unsupervised and as part of a multidisciplinary team
* Ability to maintain confidentiality.
* Current Drivers Licence.
DESIRABLE Experience in Local or State Government
* Knowledge of council or Service NSW functions, operations and organisational
structure
* Certification as Justice of Peace
* Cert III in Customer Service